Financial Performance Engine
Enable every agent to perform like your top 10%
Your best agents do something emotionally different in every conversation. Sentient Machines identifies exactly what that is, and intervenes in real time to help every agent replicate it.
The problem
The gap between your best agents and the rest is invisible. And it is costing you
Most contact centres review 3 to 5% of interactions manually. Coaching is based on a tiny sample of calls, often the wrong ones. Your top performers are doing something consistently different in their conversations, but nobody can see it clearly enough to teach it.
The result is a performance distribution that doesn't shift. New agents take months to reach competency. Attrition runs at 35% annually. And the gap between your best agent and the average, compounded across thousands of calls each month, is a significant and invisible financial loss.
Dr Danica Damljanovic
Founder and CTO
"It is not a training problem. It is a visibility problem. You cannot close a gap you cannot see."
Sentient Machines
What it delivers
Real-time interventions that close the performance gap
The engine doesn't just surface what is happening. During every live call it tells your agent exactly what to do next. Post-call, it provides structured coaching based on every conversation, not the 4% currently reviewed.
- Live call prompts, the engine tells your agent exactly what emotional response is needed, in the moment, as the conversation unfolds
- Top performer profiling, identifies the emotional patterns that separate your best agents and makes those patterns visible, measurable and teachable
- Post-call coaching for every agent, structured development based on every conversation, with specific actions not generic scores
- Conversion signal detection, surfaces buying signals in real time so agents know when the customer is ready to commit
- Competency acceleration, new agents reach performance benchmarks in weeks, not months, with continuous data-driven support
- Attrition reduction, agents who are supported, fairly measured and coached on real data stay longer
Emotional intelligence score by agent, illustrative
Before Sentient Machines
Top performer: 88
Team average: 52
New agent: 34
The gap between top and average: 36 points
Sentient Machines active
After 3 months
Top performer: 91
Team average: 71
New agent: 58
+19 pts Team average uplift
17 pts Gap closed
Illustrative, based on client deployment data. Results vary by environment and team composition.
The evidence
Measured results from live deployments
- 4× Conversion uplift for coached agents
- 84% Faster agent competency
- GBP 200k+ Annual attrition saving per 200-agent team, at GBP 20k replacement cost
"Agents using Sentient Machines metrics achieved four times the results compared to those who did not. The difference in conversion was immediately measurable and the impact on team confidence was visible within weeks."
Head of Sales Operations, UK Financial Services, name withheld on request
Relevant concerns
Financial performance
Why does conversion vary so much between agents, and what is it costing us?
The engine identifies exactly what your top performers do differently, makes it teachable, and intervenes in real time on every call to close the gap.
Customer outcomes
How do we ensure every customer gets the same quality of experience, regardless of who picks up the call?
Consistent emotional intelligence across the team means consistent customer outcomes, at 100% of interactions not the 4% currently reviewed.
People and wellbeing
How do we reduce attrition, support agent wellbeing and get new people up to speed faster?
Agents who are coached on real data, supported in the moment and fairly assessed are measurably more likely to stay and perform.
Get started
See what the engine finds in your team's conversations
Share a small sample of your interactions and we return a real analysis of your own data, typically within 24 hours. Or speak with us directly about what this could mean for your business.
For senior leaders
A 30-minute strategic briefing
A strategic and exploratory conversation about the financial case for emotional intelligence in your contact centre, and what it could be worth to your business specifically.
For operational teams
Send us a sample. Get answers in 24 hours
Share a sample of your contact centre interactions and we will show you what the engine sees in your own conversations. A real analysis of your own data, returned typically within 24 hours.